What to do when your package is returned to sender? (UK)
Ben McNicholas
Member
"UPS initiated contact with the sender to obtain clearance information. Once received, UPS will submit for clearance. / The package will be returned to the sender."
Does anyone know what I should do now? That sentence is a bit ambiguous.
I feel like emailing Fanatec again is absolutely futile, I already emailed them 3 times over the last 2 weeks with no reply. And I'm pretty sure UPS are gonna tell me I need to tell Fanatec to resend it
Today marks 1 month/5 weeks since I placed my order - I really don't want to be waiting that long again! Anyone navigated through this issue already?
Comments
it looks like they new logistic partner not knows how stuff works in UK
Same here for Switzerland. Have posted this earlier in the 'ONE THREAD' :
Agreed! After one month wait, this is the information I got as the order is finally sent out !!!!
My shipment is for Switzerland. UK probably in the same boat...
Looks like its returning to the 'BS' new warehouse waiting for an invoice and/or clearance information whatever that is.
This is unbelievable and totally unacceptable ! Don't even know what to say
I think the clearance information is documentation for declaring what's in the package, who sent it, who bought it.. that kind of thing.
But yeah I too am at a loss. I forgot that Switzerland also isn't in the EU, so yes you're right you guys are just as likely as us brits to have these problems!
I'm going to try and email Fanatec, for what it's worth. I already emailed UPS.
Well I first ordered Fanatec equipment back in 2012 with no problems at all. LOL
I will email them also and ask for compensation. Paid 88 Euro for shipping that never ships ahahah
The level of incompetence is sky rocketing!
I'm also from Switzerland, and also just saw that my parcel is "returning to sender" after waiting for weeks. I wish I knew what to do now.
Fanatec need to compensate their paying customers for this gross mismanagement and horrible service. We paid good money for our products and shipping, and are getting nothing in return. Unacceptable.
UPS has just marked my UK bound delivery as returned to sender. Ordered on the 8th September and have contacted Fanatec 4 times and twice through PayPal and had no response.
I want the items but don't know what to do now as I'll be out the country for the next two weeks of they try to deliver!
The lack of communication is abhorrent.
There's too many of us, they'd go bankrupt overnight!
Seriously though I think they're legitimately not compensating anyone, because they know if they do everyone will want it, and that will get very expensive very quickly
An apology wouldn't go amiss
Just checked my shipments and previously all 4 were returning but now only one is marked as returning. The rest are marked back as delayed.
Mine have all switched back to delay too - how odd
Well it’s not up to Fanatec if I get a refund it’s down to PayPal, I also won’t be paying the import tax so it dose not get delivered
I'm in the same "return to sender" boat as you guys. Emailed Fanatec several times, no response.
After waiting weeks already, we are officially back to square one. I'm not sure what we can do though, we're completely at their mercy!
Same for me. Ordered August 30th and now seeing the returning to sender comment. My guess, Is UPS have not received the commercial invoices from Fanatec to ship the items to us in the UK.
i'm at a loss of what to do. Tempted to make a claim with my credit card company which is frustrating as I really want the items I've ordered.
I too believe there should be some compensation for us customers. Some form of discount wouldnt go amiss.
The problem is, if all the items are being returned to their new warehouse they will now need to navigate the mess of trying to ship items out, receiving items from multiple customers that are no longer on route and rotating the stock. It's going to be an absolute nightmare for them.
It is also a nightmare for all the people who are waiting for their orders because the company can’t even post a parcel properly. A post from Fanatec with explanation and an update on this would be welcome! Or is it too much to ask? 🥸
Oh, I completely agree. Apologies if it came across as defending them. I should have elaborated more. I was thinking but didn't explain it properly that it could turn into a further nightmare for us as they could attempt to ship out our returned orders again, incomplete and things then don't arrive properly.
I've ordered 1,500 euros of stuff to the UK and no idea when it's going to turn up. I've left a 1 star trust pilot review now. I think we definitely deserve compensation.
I would settle for some decent communication right now.
I cancelled my order, the company is a mess and in all honestly the signs are there that the company is heading into recievership. I think you need to make your minds up quickly if you want to hang in there and hope your getting the goods you paid for or lose your money.
We are not talking about 1 or 2 customers or even 10 or 20 having delivery issues, we are litterally in the hundreds and have been for over a month now. Then the company shuts off the phone lines, blocks comments on Facebook and deletes messages on Instagram and Twitter. Emails don't go answered, these are the actions of a company in freefall and not concerned with following regulatory guidelines.
Good luck everyone, but I don't think it's going to end well for everyone.
I did say that in the first week of seeing how things are going, but then when the tracking numbers started popping up and people saying they are starting to get deliveries it looked hopeful. But you definitely have a point as it seems they are not bothered about burning bridges with future customer base but instead are trying to accumulate as much as possible in sales by advertising all over the place before they announce they are going into administration.
FYI, I called Visa yesterday to have some information and they told me that you have 30 days from the Visa invoice date (12 Sep for me, ordered at Fanatec on 29th August) to open a dispute. It takes around 4-6 weeks to resolve the case.
They will contact the company to have information why the shipment was not shipped, find a resolution and if not, Visa will return your money.
They also told me that the sooner the dispute is opened the sooner a resolution can be found or eventually will refund you the money. So that's what I am going to do.
Guys, all your products will arrive, sooner or later. Fanatec has never defrauded anyone.
The problem, if anything, will be when and if you need assistance. If simracing is your main hobby, imagine having to do without your equipment for 1 or 2 months.
I never sold my Logitech G29, and in fact I had to put it back together for an entire month during an RMA.
If you don't need the support for the consoles, then I would consider a refund and purchasing a competing piece of equipment.
Watch the videos on the QR2 and "read between the lines". QR2 bridged the gap between Fanatec and the competition. It simply means that Fanatec is behind, and that it is trying to catch up to the competition that is moving away. Not to mention that you will receive QR1 and QR1lite stuff...
With all due respect Alessandro, you can not guarentee everyone will recieve their goods, especially if you do not work for them. I have been waiting for over a month and they have refused to take my calls or answer my emails, that should be setting off alarm bells for anyone.
I would rather be alarmist and save people from losing money IF a company goes into recievership, because when that happens ALL the money and stock is sold to repay creditors first,
The best thing to do is cancel your orders, wait and watch what happens over the next 6 months. If they get their act together and start to ship goods and talk to people, then try again at purchasing their goods. If the circus continues for 6 months, I would be seriously concerned about getting your goods or money back.Believe me, I don't want them to fail, but I am not risking my money, there are other sim companys who will talk to me and sell me goods, they may come at a higher price, but at least I will have what I paid for.
We say the same thing but for different reasons. Yes, you should withdraw your orders, but I don't think Fanatec is on the verge of bankruptcy. Or rather I don't know, but this situation is not unheard of, it happens all the time, and the company has never gone bankrupt. It happened in 2022, and before that, and before that. There are testimonies online up to 2012.
They told you about a new warehouse, in reality what happened is clear; they launched the new QR2 and directed all staff to that task, abandoning customers who had already paid. It is not a reliable company, when you need it, it may happen that it will not answer you, because it is busy doing something else. For Fanatec the customer comes last, but it has always been like this as far as I can see. This is a reason to cancel your orders. Furthermore, many people have already received their new QR2 equipment, while when yours arrives, in a long time I imagine, it will be the old model. And this is another reason to cancel your order.
I've decided to put a dispute in with my credit card company. Its been over 30 days and I haven't received anything.
It's annoying as I really wanted my first fanatec set up and I went all out on ordering but I think it is for the best. I'll see how things pan out. If they can confirm when I will receive my goods with some form of compensation, I hope, I'll be all over it but I am concerned with their actions that something major is going on behind the scenes.
I hope you all get your orders soon.
Yeah I truly hope the goods will arrive soon, as we all want to use Fanatec gear and be happy customers.
But for me, opening a disupute is only to protect my investment if anything goes wrong.
I respected the contract by paying for some goods but they didn't and must take responsibility for that.
You try to contact them, you're ignored. They communicate on shipping times that are simply not true. They give you an amount of time to be answered on your question, again it's not true. They launch a new product (QR2) in the middle of a shipping crisis, really ?
A company who is celebrating 25 years, have this low level of professionalism (in customer relationship) and treat customers like that is mindblowing.
The competitors are starting to point there nose out of the window, so they should be careful....
My stuff is back at Fanatec now. I've asked them to either change or cancel my order (I changed my mind with the pedals), but chances are they won't do that. I wonder if their new warehouse system even accounts for this eventuality? It could be that our stuff will just sit in limbo until somebody finally notices all those boxes stacking up in a corner.
I've been waiting nearly 5 weeks and still nothing :(
Well the person who reveived the goods back, will hopefully take care of that promptly! :P Because I know his name now LOL
Im from the UK, ordered my set up on 11th Sept, I received a tracking number and now saying return to sender,
Fanatec once was a reliable company now is crap
A whole bunch of orders got returned together with yours. Hoping they just stick the missing export docs on this whole batch and send it straight back out.
Has anyone had any updates? This is beyond ridiculous!
Nope, I was just checking their FAQ page but no updates since September 29th
They got their money... whats the rush. 😑